Aeroisk - over 10 years protecting passenger rights

Aeroisk is a Bulgarian claims agency that has been recovering compensation from airlines for passengers with disrupted flights since 2015. We handle the whole case on the passenger's behalf - from checking whether they are entitled to compensation to recovering it. We work on a "no win, no fee" basis: Aeroisk's fee is 30% of the amount paid by the airline, including VAT, and is due only after the airline has paid (prices).

Aeroisk recovers compensation for:

• delayed flights;
• cancelled flights;
• missed connections;
• denied boarding.

What rules does Aeroisk follow when recovering compensation?

The main act we work under is Regulation (EC) No 261/2004. Regulation (EC) No 261/2004 applies to flights departing from the EU, Iceland, Norway or Switzerland, as well as to certain flights to these countries from third countries.

In addition to Regulation (EC) No 261/2004, Aeroisk also works under the passenger rights rules of the United Kingdom, Turkey, Serbia and North Macedonia.

On international flights, the Montreal Convention may also apply, including to damage caused by delay.

How does Aeroisk handle a case?

First, Aeroisk checks whether the flight meets the conditions for compensation - the route, the delay on arrival, the reason given by the airline and the passenger's documents. We then submit the claim to the airline on the passenger's behalf and handle all correspondence.

If the airline refuses or does not reply, we decide on the next step - a complaint to the national regulator, an alternative dispute resolution procedure or a court case. In the court phase, we work with lawyers and law firms in Bulgaria and, where necessary, in other countries, depending on the specific case. Aeroisk bears all costs of court proceedings, including costs awarded in favour of the airline if the case is unsuccessful.

We also review cases in which the airline has already refused compensation, including when the passenger claimed it on their own. Airlines often justify a refusal with extraordinary circumstances such as bad weather or air traffic restrictions, and their explanation does not always match what actually happened to the flight. We check the stated reason and assess whether there are grounds for further action.

Passengers can contact us while still at the airport - by phone, Viber, WhatsApp or Messenger. We explain what assistance the airline must provide at the airport - meals and refreshments appropriate to the waiting time and, where necessary, hotel accommodation and transport to the hotel - and what to keep for the compensation claim: the boarding pass, the booking confirmation and receipts for any expenses. We also reply to messages and emails outside office hours, including at weekends.